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ProductYesterdayHybrid

Epsilon

Senior Product Support Analyst

RHELOracleSQLAWSShell scriptingPerl scriptingJava.NETNetworkingAPIWebhooksHTMLproduct supportSREAIOpsITILcustomer supporttroubleshooting

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Mid-level

Years experience

5-10

Location

Bengaluru, India

Full job description

Senior Product Support Analyst role responsible for supporting Epsilon PeopleCloud products including analyzing, triaging, replicating, testing, troubleshooting, and providing technical workarounds. Requires mid-level expertise in RHEL, Oracle DB, SQL, AWS, Shell/Perl scripting, and ability to review Java/.NET code. Must have good understanding of networking concepts and ITIL framework. Responsibilities include resolving customer issues, coordinating with internal teams, documenting solutions, mentoring team members, and contributing to product improvements. Requires Bachelor's degree or equivalent experience, minimum 5 years product support engineering experience, knowledge of Java/.NET applications, RHEL OS, AWS, Oracle DB, scripting, APIs, and willingness to work 24/7 shifts.

What you'll do

  • Analyze, troubleshoot and resolve customer issues
  • Coordinate with various functions to ensure timely handling and routing of customer requests
  • Own issues until closure
  • Build relationships and maintain strong customer focus
  • Serve as customer contact for technical and service related problems
  • Contribute or lead troubleshooting and problem resolution
  • Communicate effectively in English, both verbal and written
  • Document troubleshooting and problem resolution steps
  • Understand development code for debugging when needed
  • Learn and adapt to new technologies
  • Ensure tickets meet targets for resolution, escalation, documentation and completion
  • Train and mentor team members
  • Track and report issues within Continuous Product Improvement (CPI) process
  • Create and report product improvement ideas including functional enhancements and supportability improvements

Requirements

  • Bachelor's Degree in computer or engineering related field or related field experience
  • Minimum of 5 years related product support engineering experience
  • Experience supporting applications running on Java/.NET with ability to understand code
  • Experience with RHEL operating system (certification preferred)
  • Good AWS, networking and communication protocol knowledge
  • Experience in Oracle DB and writing simple to medium complex SQL queries
  • Shell/Perl scripting experience with good knowledge of API, Webhooks & HTML
  • Above average knowledge in systems analysis, software development process and/or functional engineering principles
  • Self-driven and able to independently handle assignments
  • Development background in Java or .NET is a plus
  • Willingness to work in 24/7 shifts

Tech stack

RHELOracle DBSQLAWSShell scriptingPerl scriptingJava.NETNetworkingAPIWebhooksHTML

Benefits

Opportunities for growth through learning, development and career advancementFocus on employee well-beingCollaborative work environmentInnovation-driven cultureWork-life balance and flexibilityEqual opportunity employer committed to diversity and inclusion

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